Team Lead with solid experience in NA Bank Collections | EXL Alabang

Basic Functions

Associate Manager, Collections will manage a team of 10 – 15 collections and servicing representatives, SMEs with responsibility for collecting on delinquent accounts while delivering an outstanding member experience.

Performance parameters

· Service Levels–

· Attrition and absenteeism - as per agreed KPI’s

· Quality and productivity Improvement - as per agreed KPI’s

· Customer Satisfaction - as per agreed KPI’s

· Level of subject matter expertise - as per agreed KPI’s

Any other essential function that may occur from time to time as directed by the management

Roles/Responsibility

· Manage a team of executives managing calls, chats and emails (member services) and be directly responsible for team performance. Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met

· Takes escalation cases and develops excellent rapport with members as required and solves problems

· Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals

· Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations

· Monitor calls and email transactions on an ongoing basis and take corrective steps whenever necessary

· Identify opportunities to improve agent performance and create actionable plans that drive results

· Work cross-functionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible

Industries:Outsourcing/Offshoring

Function: Others